Case Study: Rappi achieves 27% fewer cancellations and a 25% improvement in quality with EduMe

Using microlearning to improve customer service

Rappi, an on-demand delivery service operating in Colombia, Mexico and Brazil, faced the challenge of rapidly scaling its customer care team (about 50 new agents per month) while maintaining customer satisfaction and keeping order cancellations low. To deliver accessible, interactive training to new and existing agents, Rappi selected EduMe’s mobile-first microlearning platform for short microlessons and synchronized cross-device learning.

EduMe provided bite-sized lessons and in-app, swipeable reminder cards that agents could access on phones or desktops; Rappi split new agents into test and control groups and measured outcomes over two months. The group using EduMe saw a 27% lower order cancellation rate and 25% fewer quality “strikes,” demonstrating that EduMe’s microlearning and communications drove measurable improvements in service quality and business impact.

Rappi

Juan Cristobal Caicedo

Operations Manager